Testing Automation Rules

Test your automation rules before they go live to ensure they work as expected.

Using the Test Modal

• Go to Settings > Automation
• Click Test Rules in the top action bar

• Enter sample conversation data:
• Trigger Type: Select which event to simulate
• Message Content: Sample customer message
• Contact Email: Customer email address
• Contact Name: Customer name
• Priority: Low, Normal, High, or Urgent
• Channel: Widget, Email, WhatsApp, etc.
• Click Test to see results

Understanding Test Results

The test shows two categories:

Matching Rules (green): Rules that would execute for this conversation. Shows:

• Rule name and priority order
• Which actions would run
• Whether the rule has "Stop on match" enabled

Non-Matching Rules (gray): Rules that didn't match. Shows:

• Which condition failed
• Why the rule was skipped

This helps you debug your condition logic and verify rules work correctly.

Viewing Activity Logs

To see what a rule has done in the past:

• Go to Settings > Automation
• Find the rule in the list
• Click the clock icon on the right side of the rule row
• View the execution history showing:
• When the rule was triggered
• What actions were executed
• Success or failure status

Best Practices

• Test rules with various scenarios before activating
• Start with rules in inactive state while testing
• Use activity logs to verify rules are working in production
• Review matching vs non-matching results to refine conditions